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osTicket API
OsTicket has [create ticket] API. based on @vchoi [retrieving ticket information] APIs, more APIs are implemented for handling more ticket operations as
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retrieve ticket details.
-
get list of tickets issued by one user.
-
get list of tickets assigned to an agent (staff member).
-
post a reply message to one ticket with updated status. i.e. change ticket status from open to closed.
APIs functions
get ticket info
get one ticket details by its ticket number.
URL GET
/api/http.php/tickets/ticketInfo?ticketNumber=849510
Response
{
"ticket": {
"ticket_number": "849510",
"subject": "issue subject",
"ticket_status": "Open",
"statusId": 1,
"priority": "Normal",
"department": "Sales",
"create_timestamp": "2018-06-26 17:36:18",
"user_name": "rrrrrrrrr",
"user_email": {
"address": "xxxxxx@xxxxx.com"
},
"user_phone": "0159347644648",
"source": "API",
"due_timestamp": "2018-06-28 17:36:18",
"close_timestamp": null,
"help_topic": "Issue topic",
"last_message_timestamp": "2018-06-26 17:36:19",
"last_response_timestamp": null,
"thread_entries": [
{
"model": {
"id": 16,
"pid": 0,
"thread_id": 14,
"staff_id": null,
"user_id": 6,
"type": "M",
"poster": "retail shoubra",
"editor": null,
"source": "API",
"title": "issue subject",
"body": " issue message ---------------",
"message": {
"body": " issue message ---------------",
"type": "text",
"stripped_images": [],
"embedded_images": [],
"options": {
"strip-embedded": true
}
},
"format": "text",
"created": "2018-06-26 17:36:19",
"updated": "0000-00-00 00:00:00",
"staff_name": null,
"user_name": {
"format": "original",
"parts": {
"salutation": "",
"first": "xxxx",
"suffix": "",
"last": "xxxx",
"middle": ""
},
"name": "xxxxxx"
}
},
"annotations": {
"has_attachments": 0
}
}
]
},
"status_code": "0",
"status_msg": "ticket details retrieved successfully"
}
get staff tickets
gets list of tickets assigned to staff member.
URL GET
/api/http.php/tickets/staffTickets?staffUserName=username of staff member
Response
{
"tickets": [
{
"ticket_number": "326386",
"subject": "issue 1",
"status": "Open"
...
}
,
{
"ticket_number": "326387",
"subject": " issue 2",
"status": "Open"
...
}
],
"status_code": "0",
"status_msg": "success"
}
get client tickets
gets list of tickets of one ticket issuer.
URL GET
/api/http.php/tickets/clientTickets?clientUserMail=user client email
Response
{
"tickets": [
{
"ticket_number": "326386",
"subject": "issue 1",
"status": "Open"
...
}
,
{
"ticket_number": "326387",
"subject": " issue 2",
"status": "Open"
...
}
],
"status_code": "0",
"status_msg": "success"
}
post reply to ticket with ticket new status
This API allows staff member to post a reply to one ticket. Staff member can change ticket status or just post reply message.
URL POST
/api/http.php/tickets/reply.json HTTP/1.1
Content-Type: application/json
Request body
` {
"ticketNumber" : "404709",
"msgId" : "",
"a" : "reply",
"emailreply" : "1",
"emailcollab" : "1",
"cannedResp" : "0",
"draft_id" : "",
"response" : "ticket issue is resolved !",
"signature" : "none",
"reply_status_id" : "1",
"staffUserName" : "basemdeiaa",
"ip_address" : "::1",
"cannedattachments" : ""
}`
Response
{
"status_code": "0",
"status_msg": "success"
}
